Bereavement
We know this can be a difficult time, so we want to help you sort everything out as quickly as possible.
If you live at the property and are taking over the account, or are the Executor of an Estate, the simplest way to tell us about a death is to complete our online form. You won't need to speak to anyone - just fill out the person's details and the team will do the rest for you.
What information do I need?
It would be helpful to have the following information to hand when you contact us:
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The name and address of the person who has passed away, and an account number if you have it.
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An idea of what we supply at the property (gas, electricity, Homecare or any other services).
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An up-to-date meter reading if possible (you can always provide this later if you don't have access to the property).
Once you have the relevant information to hand, you can let us know using our online bereavement form.
If you'd rather talk to somebody
Please contact us and we’ll handle your request with great care.
Already told us?
If you have already completed the form or told us about a bereavement, you can manage your account here:
Submit a meter reading
Keep the account up to date and make sure the final bill is accurate by submitting a meter reading.
Close your account
Let us know if the property has been sold or the executor is no longer responsible for the property. We'll close the account and send a final bill.
If you've already told us about a bereavement, and are still getting bills in the wrong name, please contact us.
Microgeneration schemes
It would be helpful to have the following information to hand in order to update the recipient of your FIT/SEG payments:
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Copy of the death certificate.
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Proof of ownership of the renewable installation.
Smart Export Guarantee (SEG)
To update your SEG account payments then please contact us on the email below.
Feed In Tariff (FIT)
To update your FIT account payments then please contact us on the email below.
Or you can find the contact information on the relevant pages for the SEG or the FIT.
Helpful links
Help with your bills
If you're struggling to pay your bill, don't worry - we're here to help.
How to read your meter
Taking meter readings can differ depending on your meter type.
How to read a Pay as You Go meter
If you have a Pay as You Go meter, you can find help below.
Frequently asked questions
What is an estate?
This is a deceased person's assets (property, investments and possessions) and liabilities (any debts, from loans to utility bills).
What is an executor?
This is a named person with legal authority to administer a deceased person's estate, if there is a will. If there is no will, this will be a personal representative/administrator.
What is Probate?
A grant of probate is a legal document that gives an executor authority to access bank accounts, sell assets and settle debts after someone has died. If there is no will, a grant of letters of administration is used instead.
Why am I getting bills when the property is empty?
Even if no energy is being used at the property, standing charges are still payable until the account is closed.
Why have I been sent a bill in the name of someone who's passed away?
If you've already told us about a bereavement, and are still getting bills in the wrong name, please contact us.
How can I make a payment?
You can pay by bank transfer:
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If your customer reference starts with 85 please pay into account no. 48995444 Sort Code 60 00 01
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If your customer number starts with A or BGX please pay into account no. 48995541 Sort Code 60 00 01
Please use the account number as a payment reference.
How do I change the name or cancel a Homecare agreement?
Please let us know using the online form and we’ll update the details for all services at the property.
How do I get a refund?
Once the account has been closed to an accurate meter reading, we'll automatically refund any credit balance. If the final balance is more than £250 in credit, please contact us so we can arrange to receive a copy of the death certificate to complete the refund.
- We're open Mon–Fri: 8am-6pm, Sat: 9am-2pm. We may record calls to help improve our service to you. Call charges to 03 numbers will cost you no more than 01 or 02 numbers, please check with your phone provider. If you get 'inclusive minutes' with your package, calls to 0330/0333 numbers will be part of these.